Assigning Skills and Assigning User Plans to Users

Skills need to be assigned to users for Outbound Skill-Based Routing to work. You can assign skills directly to a user, or assign a User Plan that carries its own skills with it, passing them down to every user assigned to that plan.

Assigning skills directly to a user

  1. Go to Management > General > CTU.
  2. In the Users section, select the user you want to edit. Their profile appears on the right.
  3. Go to the Skills tab on their profile.
  4. Select Add New Skill. This adds a new row to the skills table where you can select the skill's name. Add further rows to attach more than one skill.
  5. Select Save.

Setting skill proficiency levels

Each skill assigned to a user carries a proficiency level from 1 to 10, indicating how adept that user is at it. Assign higher numbers to skills where the user has greater expertise, for example an expert Apple support agent would have a high proficiency for the Apple skill.

The system prioritises routing leads to users with higher proficiency levels first, sending leads to the most skilled agents available. Setting accurate proficiency levels ensures:

  • Leads go to the users best placed to resolve the issue or opportunity.
  • More skilled agents handle more complex or higher value leads.
  • Newer agents build experience by receiving easier leads first.

Take the time to assign proficiency ratings that reflect each user's true capability, since this is what determines how well skill-based routing performs in practice.

To remove a skill from a user, select Delete next to it, then select Save.

Note. A user must hold every skill in a Skill Group to be allocated leads assigned to it, not just some of them.

Assigning skills via User Plans (inherited skills)

Assigning a User Plan is a quick way to give a user several skills at once. When you assign a plan to a user, any skills tied to that plan automatically apply to them. For example, an "Apple Support" plan built with the Apple, iOS, and MacOS skills would give a user all three the moment they're assigned to it, rather than adding each one individually.

  1. Create a plan and add the required skills to it. See User Plans and Skill Groups for how to configure this.
  2. Go to Management > General > CTU and select the user you want to edit. Their profile appears on the right.
  3. Go to the User Plan field on their profile.
  4. Select the plan you want to assign from the dropdown. If a recently created plan isn't showing, select Refresh to reload the list.
  5. Select Save to apply the plan.
Note. Any skills or other settings configured on the plan apply to the user as soon as it's assigned and saved.

Viewing inherited skills

Once a User Plan is assigned to a user, any skills tied to that plan pass down to them.

  1. Go to the Skills tab on the user's profile.
  2. Skills inherited from their User Plan appear in the second table, separately from any assigned directly.

This makes it easy to see which skills come from the User Plan and which were assigned individually. Either way, the user has access to all of them, inherited and direct, for routing purposes.

Related articles